Frequently Asked Questions
What are the benefits of registering with vince.com?
When you register at vince.com, we securely store your information to ensure a fast, simplified checkout process. You'll also be able to:
- Discover new arrivals, upcoming collections for pre-order, special offers and exclusive events.
- Save billing and shipping information.
- Track order delivery.
- View order history.
Can I place an order without registering?
Yes, you can check out as a guest.
What will you do with my information after I register?
What if I forget my password?
Click "forgot password" on the login page and we’ll email you a new one. For your security, we are unable to give passwords out over the phone or email them to a different address than the one you used to register.
How do I track my order?
If you have an account, log in to track your order status. If you do not have an account, your information is not available online. Please contact us at 800.960.2231 or email@example.com if that is the case.
Please note: tracking information may not be available for up to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you're still unable to track your order, please contact us at 800.960.2231 or firstname.lastname@example.org.
If we are unable to fulfill your order in one shipment, we will send the items to you in separate packages. We will also send you an email informing you of the status of your order.
What does the "in process" message mean under "order status"?
"In process" means your order is being packed for shipping. Changes to your order cannot be made during this time period.
Why am I paying tax on shipping and handling?
State tax regulations require that we collect sales tax on shipping and handling where applicable. All sales taxes collected are paid to the state where the merchandise is being shipped. For additional information, please view Shipping.
How is sales tax determined?
The sales tax rate is determined by the location where the merchandise is being shipped. Sales tax will be charged for purchases to the following states: California, Connecticut, Florida, Georgia, Illinois, Massachusetts, New Jersey, Nevada, New York, Pennsylvania, Texas and Washington. For additional information, please view Shipping.
What countries does vince.com ship to?
Click on the flag icon at the top of our homepage to view the countries that we ship to.
My tracking states my package was delivered, but I did not recieve it. How long do I have to claim non-delivery on my package?
Our partnership with FedEx allows Vince to have a 10-day window policy from delivery date where our team can start a trace/file a claim with FedEx. Anything outside the 10th day, will result in a loss. For additional information, please contact Client Services.
How do I return a vince.com purchase?
You can return an online order for free on our website. At the bottom of each page, there is an Order Return tab to select. Please enter in your EC order number, and billing zip code. From there, you will select the items that you would like to return. A pre-paid return label will be sent to the email address attached to the order.
- Include the customer order number and billing name.
- Drop your return package at an authorized Federal Express location or drop box.
- Find your nearest location at www.fedex.com.
You can also return an online order at a Vince Retail Store. Find your nearest store.
Please note, fragrance is eligible for return only if unopened, unused and in salable condition.
For your holiday shopping convenience, we’re extending our return policy: purchases made between November 20th, 2019 and January 1, 2020 can be returned up until January 31st, 2020. For gift returns, please contact client services.
Can I return sale merchandise purchased from vince.com?
Sale merchandise is included in our 30-day return policy with the exception of Final Sale merchandise as marked on your order confirmation. Final Sale merchandise may not be returned or exchanged. For additional information, view Returns.
Are shipping and handling charges refundable?
No, shipping and handling charges are non-refundable. For additional information, view Returns.
Can I return merchandise purchased from vince.com at a Vince Retail Store?
Yes. For additional information, view Returns.
How do I return a gift purchased from vince.com?
If you have received an item from vince.com as a gift, you can return it in exchange for a vince.com credit for its current selling price. Please contact us at 800.960.2231 or at email@example.com to process the gift return.
How will I be refunded for a purchase made with online credit?
For purchases made with a vince.com credit, the return will be issued as a vince.com credit.
How do I obtain another copy of my order invoice and/or return label?
Please contact us at 800.960.2231 or firstname.lastname@example.org.
PAYMENTS, REFUNDS & PROMOTION CODES
What forms of payment do you accept online?
We accept the following forms of payment at vince.com: American Express, MasterCard, Visa, Discover Network, JCB, PayPal, Vince E-Gift Cards.
Can I get a refund in a different payment method than used on my original order?
No, all refunds will be issued in the original form of payment.
Can I obtain a price adjustment for an online purchase?
Yes, we offer a onetime price adjustment if an item is marked down on vince.com within 14 calendar days of your order placement date.
- To obtain a price adjustment for an online purchase, please contact us at 800.960.2231 or email@example.com within 14 days.
- Adjustments will not be given on sale merchandise or promotional purchases.
- Refunds and price adjustments will be issued in the original form of payment.
Will you match the price of an item that I see marked down elsewhere?
We will match the lower price of an item seen elsewhere in the exact style, color and size.
- Documentation must be provided showing the product with the listed lower price.
- A price match must occur at the time an order is placed.
- Please contact us at 800.960.2231 or firstname.lastname@example.org, and we’ll adjust the current selling price to match the documented selling price.
How do I redeem a Vince E-gift Card?
Upon receiving a Vince E-gift Card, please follow the instructions listed in the email. Please note:
- The e-gift card is linked to the email address that the e-gift card was sent to.
- If you do not have a vince.com account associated with this email address, you must create one.
- When an account has been created with the email address linked to the e-gift card, the e-gift card can be redeemed during checkout.
- To check the balance of your e-gift card, please contact us at 800.960.2231 or email@example.com, or view it under the "my order history" page under "my account."
Can I redeem a Vince E-gift Card at a Vince Retail Store?
E-gift Cards can be used in store.
How do I use a promo code online?
To redeem a special offer, enter your promo code during checkout. After entering the offer code, adjustments will be made to eligible orders. Special offers cannot be applied to a Vince E-Card purchase, shipping or taxes. Special offers are valid while supplies last. Please see the specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification.
Can I return an item I purchased with a promotion code?
Yes, you can return an item purchased with a promotion code, provided the item was not Final Sale. Or, you can apply a credit for the amount you paid towards a new item at its current price. A previously used promotion code cannot be applied to the sale of a different item.
How do I sign-up for Vince email communication?
To hear about our new arrivals, upcoming collections for pre-order, special offers and exclusive events first, click here.
How can I search for products quickly at vince.com?
Click "search" on the top-right corner of any page on vince.com and enter descriptive key words of the item(s) you’re looking for.
Where can I find sizing information?
Size charts are located on the product information page above the "add to bag" button.
What careers are available with Vince?
For a list of current job openings and more information on career opportunities at Vince please click here.
I have submitted my resume and have not heard back. What should I do?
Thank you for your interest in Vince. Your resume will be carefully reviewed. If your experience and skills fit the requirements of an open position, we will be in touch. Resumes are kept on file for consideration for future opportunities.
Can I use copies of the pictures on your website for my own use?
No. We do not own unlimited use of our photography and therefore cannot authorize usage for any reason.
How can I find answers to any additional questions I may have?
Please contact us at 800.960.2231 or firstname.lastname@example.org.